Station Lounge & Support Host
Location: London Euston
Contract Type: Fixed Term Contract (6 months)
Hours: Part Time – 25 hours per week
Salary: £20,554.69
Applicants for this role must live within a 60-minute commute of London Euston Station.
About Caledonian Sleeper
Caledonian Sleeper is an iconic overnight rail journey connecting Scotland with London, operating nightly (except Saturdays) and serving major cities and rural destinations.
Established in the late 19th century, Caledonian Sleeper has a long-standing reputation for comfort, hospitality and delivering a unique travel experience across the UK's scenic routes. The service operates primarily overnight, allowing passengers to sleep comfortably on specially designed sleeper trains and arrive refreshed at their destination.
As a service operated on behalf of the Scottish Government, it is part of the UK's public sector efforts to promote sustainable and convenient travel.
At Caledonian Sleeper, our core values of Togetherness, Respect, Integrity and Passion underpin everything we do. We believe that fostering a collaborative, respectful and passionate approach is essential to delivering an exceptional guest experience. We are committed to building a diverse and inclusive organisation that reflects the communities we serve.
The Role
We are offering an exciting opportunity for a Station Lounge & Support Host to join our team in London Euston on a fixed-term basis for six months.
Reporting directly to the Lounge and Station Operational Lead, the successful candidate will deliver exceptional onboarding and memorable experiences for Caledonian Sleeper guests, ensuring high standards of service during a busy and dynamic period.
Euston is the largest station for Caledonian Sleeper and the gateway for all guests travelling from London or arriving from Scotland on our services. It is therefore essential that we have a dedicated team to deliver a memorable experience for all guests in the lounge and station.
This team will deliver excellent service and hospitality by supporting the check-in and boarding process to achieve performance and business targets and objectives, while enhancing the guest experience at Euston through service in our dedicated Caledonian Sleeper Lounge.
The Lounge and Station Support Team will lead on disruption and delays that impact the Caledonian Sleeper Euston operation, ensuring our guests are provided with regular updates in the lounge and station.
The role is based at Euston Station within the Guest Experience Station Support Team; however, it may be required to work at alternative stations in London during planned or unplanned disruption. The role operates in a vibrant and demanding lounge and station environment where delays and disruption can occur, so a strong focus on guest-facing relations is essential. The successful candidate will also engage with the wider Guest Experience and Operational teams to ensure excellent communication and service levels for guests transiting through Euston Station.
How Our Values Shape This Role
Togetherness
Collaborate across Onboard Team Leaders, Hosts and station teams to deliver seamless guest experiences and a coordinated lounge operation.
Respect
Provide attentive, dignified service to all guests (including Passengers with Reduced Mobility and families) and maintain courteous relationships with suppliers, VIPs and colleagues.
Integrity
Uphold service and safety standards from check-in to boarding, ensure accurate daily reporting and provide honest, timely communication during disruptions.
Passion
Deliver memorable, proactive hospitality, seek opportunities to enhance guest experience and revenue, participate in briefings and contribute to continuous lounge improvements.
Key Accountabilities
Guest Experience and Service Excellence
Ensure a smooth journey for guests transiting through Euston Station on all arriving and departing Sleeper services.
Provide excellent customer service through meet-and-greet duties and a friendly, consistent standard of service.
Welcome eligible guests into the lounge, ensuring they are checked in and briefed on the lounge experience.
Regularly present and inspect the Euston Lounge and waiting areas to Caledonian Sleeper service standards.
Proactively approach and serve guests with food and beverages to maximise revenue opportunities.
Work closely with Onboard Team Leaders and Hosts to ensure a seamless check-in and boarding process, including Priority Boarding for Club and Double guests.
Provide daily reporting on guest numbers, sales, stock, ordering and station incidents.
Support other functions within the Guest Experience Support Team during annual leave and absences.
Ensure duty phones are always operational and in service.
Quality, Cleanliness and Workplace Standards
Maintain excellent presentation of the lounge, both front and back of house.
Carry out checks of washrooms, kitchens, fridges, counter areas, refreshments, literature, showers and toilets throughout the day and evening.
Support disruption and delay management at Euston by following established plans and procedures.
Maintain positive working relationships with the Euston Station Duty Team to ensure a safe and clean operating environment.
Coordinate daily with catering suppliers and loading teams to support on-time performance and agreed service levels.
Support key cutting and delivery to onboard services.
Assist guests with special requirements, including Passengers with Reduced Mobility (PRM), families with young children, bicycles and children's buggies.
Co-ordination and Collaboration
Work closely with Onboard Team Leaders and Hosts to ensure a seamless check-in and boarding process, including Priority Boarding.
Attend daily briefings with the Lounge and Support Team Supervisor.
Provide daily reporting on guest numbers, sales, stock, ordering and station incidents.
Support wider Guest Experience Support Team functions during periods of absence or annual leave.
Work closely with the Train Manager to support train turnaround, check-in and boarding times.
Coordinate daily with catering suppliers and loading teams to meet business objectives and service standards.
Events, VIP and Special Guest Support
Support all Caledonian Sleeper events and VIP travel at Euston Station, ensuring the company's reputation is maintained and commercial opportunities are recognised.
Provide direct assistance to guests with special requirements, including PRMs, families with young children, bicycles and buggies.
Operational Readiness and Incident Response
Assist with disruption and delay management affecting Caledonian Sleeper guests at Euston.
Ensure pre-boarding tools and equipment are in place for onboard team briefings, including berth lists, booking amendments, special guest information and any required operational equipment.
Deliver check-in and boarding standards, including setting up equipment and resources required to support operations.
Requirements
Essential Skills, Knowledge and Qualifications
Experience in a dynamic customer-facing environment, preferably within the transport or hospitality sectors.
Strong motivation and excellent customer service, guest experience and organisational skills.
Experience within a food and beverage service environment is desirable.
Previous train service, travel industry or hospitality experience would be advantageous.
Proficiency in Microsoft PowerPoint, Excel and Word.
Excellent communication skills.
Ability to communicate effectively with large groups, team members and guests.
Ability to build strong internal and external stakeholder relationships.
Knowledge and experience of Caledonian Sleeper operations would be advantageous.
Ability to work under pressure while demonstrating flexibility and resilience.
Additional Features
Early shifts may start at 05:45 and late shifts may finish at midnight to support arrivals and departures across the Euston operation.
Average weekly hours are 25, with a flexible roster to meet operational requirements.
What We Offer
25 days annual leave plus public holidays (pro rata for part-time and fixed-term employees)
Free travel on ScotRail for eligible employees and family members
Free travel on Caledonian Sleeper for eligible employees and family members
Significant discounts on other UK rail travel
Friends and family travel tickets on Caledonian Sleeper
Healthcare cash plan
HAPI Benefits membership offering discounts at selected retailers, hospitality venues and gyms
Contributory pension scheme
At Caledonian Sleeper, our mission is to connect people and places through a hassle-free, convenient travel experience — and that starts with you. Guided by our core values of Integrity, Passion, Togetherness and Respect, we are committed to fostering an inclusive environment where every guest feels valued and every colleague is supported.
If you're ready to bring your enthusiasm, empathy and dedication to a night-time operation that truly makes a difference, we'd love to hear from you. Join us and be part of a team that's passionate about delivering delightful journeys, every time.
APPLICATION PROCESS
If you are interested in this opportunity, please submit your CV by Thursday 9th July 2026.